Payroll Contact Center Specialist

Job Summary:

Provides payroll support to all CSX employees [union and management (non-union)]. Responds to inbound contacts (e.g. calls, faxes and emails) to facilitate resolution of payroll and union health and welfare questions and concerns.

Primary Activities and Responsibilities:

• Respond to inbound calls regarding payroll and union health and welfare inquiries.
• Resolve or successfully route self-service requests, emails, and faxes with required information to the appropriate group for research.
• Search solutions and attempt to resolve service requests on first contact.
• Retrieve, log, and create service requests from voicemails.
• Participate in special projects.
• Miscellaneous activities and responsibilities as assigned by manager.

Minimum Qualifications:

• High School diploma/GED required
• 3 or more years of Customer Service Call Center experience required

Equivalent Minimum Qualifications:

• Associates or higher degree required from an accredited institution
• 1 or more years of Customer Service Call Center experience required

Preferred Qualifications

In addition to meeting the above qualifications, the following is preferred:

• Bachelors degree from an accredited institution

Knowledge and Skills:

• Customer service orientation
• Microsoft Office skills (including Excel, Word and Outlook)
• Excellent organizational skills and ability to prioritize multiple tasks and responsibilities

• Strong problem-solving and follow-through skills

• Ability to maintain a high level of professionalism, especially while working under stress, pressure and deadlines